I don't always agree with unions when they declare a strike. However I believe Jobcentre call centre staff are quite right to kick up a fuss about being monitored so closely.
It's wrong to monitor staff in the way done by job centre management. For example recording how long and often you go to the toilet and how long your call takes when not all calls are simple to deal with. Staff are dealing with people that may have complicated queries and require emotional assistance for there stressful situation of being out of work and needing a job. So the targets set do not allow for the human needs of both customer and provider. People are not battery hens or robots.
Link here to the story at the BBC, which interestingly doesn't appear to cover the real problem which is not having targets in themselves but what those targets are and how unrealistic they are.
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